General Manager

Museum of Ice Cream•New York, NY

13d•Onsite

About The Position

Museum of Ice Cream is seeking a tenured General Manager (GM) that is highly engaged and involved with their team to oversee the smooth functioning of both Front of House (FOH) and Back of House (BOH) operations. This leader will ensure alignment across all teams and partners to meet and manage the museum's performance indicators to optimize and guarantee guest experience, inventory and staffing standards. This role requires both strategy and hands-on execution, balancing oversight with the ability to roll up your sleeves and handle the day-to-day challenges of a high-volume, guest-facing business. This includes stepping in to support shifts, weekends and floor management. Your leadership will also be key in driving guest, employee and financial success and operational efficiency.

Requirements

Minimum 5+ years of direct, hands-on experience leading FOH and BOH teams in a fast-paced, high-volume, guest-facing environment (hospitality, retail, food & beverage, or themed entertainment).
5+ years of experience managing a guest-facing business with both FOH and BOH operations, ideally within the hospitality, retail, or entertainment industries.
Strong leadership skills, with a proven ability to manage cross-functional teams and work directly with both FOH and BOH departments to ensure operational excellence.
Experience managing inventory, people and labor, financial and sales performance for a high-volume operation, with a focus on optimizing efficiency while delivering exceptional guest experiences.
Availability to work weekends, evenings, holidays, and peak business periods.
Have managed large teams of 100+ people with a mix of exempt and non-exempt employees.
Experience managing complex operations across people, financials, and process.
You have strong coaching skills and a bias toward action and accountability.
You have proven ability to manage through ambiguity and change.
You are tech-savvy with openness to using AI and digital tools to streamline and strengthen operations.
Your operational leadership is grounded in data, logic, and clear metrics — but always in service of the guest.
You have a love for systems, but an even deeper love for building teams that thrive within them.

Nice To Haves

5+ years of experience managing a guest-facing business with both FOH and BOH operations, ideally within the hospitality, retail, or entertainment industries.
Strong leadership skills, with a proven ability to manage cross-functional teams and work directly with both FOH and BOH departments to ensure operational excellence.
Experience managing inventory, people and labor, financial and sales performance for a high-volume operation, with a focus on optimizing efficiency while delivering exceptional guest experiences.
Ability to problem-solve in real-time, stepping into operational roles as needed to ensure smooth shift execution during peak periods or special events.
Strong communication skills, with a proven ability to collaborate across departments and lead both strategic planning and hands-on operational execution.
Proficient and a quick ability to learn technology, including inventory management systems, labor scheduling software, and POS systems.

Responsibilities

Consistently inspire and empower managers and teams to deliver exceptional guest experiences and a seamless operation, also ensuring that they have the tools and resources to succeed.
Display leadership by actively working the floor alongside FOH and BOH teams to ensure smooth guest flow, adequate staffing, and high service levels.
Make sound business decisions for labor and staffing needs, as well as resolve operational challenges across FOH and BOH teams, ensuring real-time coordination and adequate resources to meet business demands.
Champion the museum's culture and values, using employee voice feedback to foster a positive work environment and ensure all team members embody our mission in guest and peer interactions.
Actively cultivate our feedback and growth culture by ensuring team members are supported in their professional growth and operational responsibilities.
Lead daily syncs and weekly meetings with your management team to assess operational challenges, plan for peak periods or special events, and ensure that both teams are aligned on priorities.
Ensure quick, effective communication between FOH and BOH during shifts, stepping in when necessary to resolve real-time operational issues such as cleanliness, supply shortages, or food prep.
Ensure that the location meets its financial targets, including sales, programming, inventory, operating and margin goals, collaborating with your peers, as well as the FOH and BOH teams to drive revenue and control costs.
Work closely with the FOH and BOH Managers to optimize labor by ensuring that staffing levels are aligned with operational needs, especially during peak periods.
Analyze guest flow and operational data to identify trends, adjusting inventory levels, staffing strategies, and operational plans to improve efficiency and guest experience.
Partner with the Finance and Sales teams to prepare and review financial reports, ensuring alignment between operational performance and financial targets.
Oversee inventory levels in partnership with your management team, ensuring that supplies (F&B, retail, service elements) are adjusted based on guest flow, seasonal needs, and upcoming events.
Work closely with your management team to ensure that daily operational needs, including ticketing, guest flow, and service standards, are consistently met.
Collaborate with your management team to ensure that cross-departmental resource management (supplies, staffing) are streamlined and efficient.
Ensure that inventory control is maintained, with a focus on minimizing waste, optimizing stock levels, and ensuring the timely ordering of supplies.
Provide real-time guidance during high-traffic periods or unexpected operational challenges, working closely with both FOH and BOH Managers to resolve issues quickly and efficiently.
Collaborate with your management team to ensure that the team is well-prepared for special events, seasonal peaks, and high-traffic periods, adjusting staffing and inventory levels accordingly.
Ensure that the Guest Operations Support team (cleaning and food prep) is responsive to real-time needs, coordinating with the BOH Manager to handle cleanliness, food prep, and supply shortages during shifts.
Coordinate with the FOH Manager to ensure that additional guest flow and event-related operational demands are met, including staffing and resource allocation.
Serve as a primary point of contact for special events, ensuring that both FOH and BOH teams are aligned on responsibilities and timelines.
Utilize data and guest feedback to monitor satisfaction, collaborating with your management team to implement improvements in service delivery, cleanliness, and food prep standards.
Ensure that guest-facing areas are maintained to the highest standards, coordinating with FOH and BOH teams to address any issues impacting the guest experience.
Partner with your management team to develop and maintain operational procedures that support a 10/10 guest experience, including ticketing, queue management, and service delivery.

Benefits

Competitive pay and annual bonus
Vision, dental, and healthcare benefits
Employee assistance program
401K and retirement plans
Stock options
Paid time off
After five years of employment, additional week off and monetary stipend
Annual pinkball (yes, it is “pink-tie” themed company event)
Break room snacks and unlimited ice cream
16 free museum tickets per year for friends and family, with free entry for self
50% off retail products
Ability to advance within the organization